Today I contacted Airbnb customer support for a very routine change to my account. My address was slightly incorrect and my listing was displaying my county and not my city. Seems simple enough right?
My highly trained customer support monkey somehow moved my listing from Liverpool, UK to bloody NEW YORK CITY. New York has strict restrictions over who can host so my listing was instantly removed and I receive an email saying the city of New York has delisted my apartment. I reactivate it to find my ENTIRE calendar has been wiped of all my bookings. £1000s just gone.
I immediately contact customer service and try to get this resolved. The initial monkey who destroyed my listing is now unresponsive and has been ducking my messages since he made the mistake, of course. The next 6 people I spoke to over the next 3 HOURS all came up with the same conclusion. Computer says no so sorry, not our problem. In fact, the best solution I got was our super special elite customer service team will email you within 72 HOURS!!!! Oh, and they are too good for phone calls, only email.
In the meantime I have lost thousands, I'm frantically trying to contact all my guests to tell them there's been an error, people have instant booked on dates where old bookings need to be reinstated including tomorrows, guests are contacting me saying they have found alternate accommodation and this apparently isn't worth customer services time. 72 HOURS they want me to wait to even attempt to fix this.
I'm absolutely bloody disgusted at how little Airbnb gives a sh*t and how broken their customer support is. Anything beyond what's written in the FAQ and their entire support network falls apart. This is the same experience I had when I a guest had a party and I was trying to get them out. ZERO support from Airbnb. I'm absolutely livid. The amount of money I pay to Airbnb in fees across all my properties each month is insane but when you call on them for help you get nothing. This was the last nudge I needed to go direct booking. F**k Airbnb.
